Create custom reports to monitor and analyze your support tickets. You can generate, edit, and export reports, applying filters that make it easier to extract strategic information and manage operations.
Create a New Report
1. In the side menu, go to Analytics > Support service > Custom reports.
2. Click on Create new report.
3. Enter a unique name for the report (required). The description is optional and can help with identification.
4. Set the conditions (Optional). Conditions are used to filter which tickets are included in the report. Choose from the following logics:
a. Combined conditions (AND):
The ticket must meet all conditions.
👉 Example: Category = Problem AND Status = Completed.
b. Independent conditions (OR):
The ticket must meet at least one of the conditions.
👉 Example: Ticket was Reopened OR Ticket has High Priority (Urgency = High).
c. Combination of conditions (AND + OR)
The ticket must meet all combined conditions and, at the same time, one of the independent conditions.
👉 Example: Category = Problem AND Status = Completed AND (Ticket was Reopened OR Ticket has High Priority).
5. Define the columns (Required): Choose at least 1 column and up to 50 columns per report. Arrange the columns in the desired order by dragging and dropping.
6. Click Create report to finish.
Export a custom report
Use the Period filter to ensure that only relevant tickets are included in the export. This feature allows you to set a time range and select, for example, only open, resolved, or modified tickets within that period.
Important rules:
- The maximum export period is one (1) year and can be customized according to your needs.
- If the report has no tickets to export or exceeds the 50,000 ticket limit, review the query period or adjust the conditions.
How to export:
1. Choose the event and set the desired period.
2. Click Export Report in the bottom right corner.
3. Wait for the notification indicating that the download has been completed.
Errors and how to solve
Displayed error | How to solve | Practical tip |
The defined period is longer than allowed (one year). Review the period setting and try again. | Go back to the period filter and select a date within the 12-month limit. | Split long reports into shorter periods to avoid exceeding the limit. |
There are no tickets for the defined period. Review the period setting and try again. | Review the period filter or edit the report by adjusting the conditions to ensure there are tickets that meet the criteria. | Check that the report conditions are not restricting all tickets (for example: status, type, or channel). |
Report management
You can view all previously created reports and manage them efficiently.
Report list
All configured reports appear in a list, organized alphabetically.
Each report has an options menu (three-dot icon) where you can:
- Edit: Open the report and adjust its settings.
- Copy: Create a new report pre-filled with the same information (clone).
- Delete: Remove the report that is no longer needed.
Report summary
By clicking on a report, you will see a summary panel with applied filters (such as analysis period), conditions used to select tickets, and chosen columns for display.
